Director, Technical Support Management

Job Description

What you get to do in this role:

Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.

Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.

Own and bring to conclusion high-impact customer escalations by working with cross-teams.

Provide quarterly business updates to Senior Leadership.

Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.

Manage major operations outages and communications to customers.

Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.

Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.

Manage to the company’s and department’s vision, goals, mission and values.

Participate in weekend and vacation on-call rotation as required.